Customer Success Associate

Nomba Financial Services Representative

Launched in 2017 as Kudi.ai, a chatbot that enables financial transactions through social apps, Nomba has evolved into one of Nigeria's leading financial technology platforms. We began by empowering everyday people to serve as neighborhood banks—offering essential services like withdrawals, transfers, and bill payments, especially in underserved communities. That foundation has grown into a powerful infrastructure that now processes over $1 billion in payments every month.

Today, Nomba serves more than 1 million customers—spanning consumers, agents, and businesses of all sizes. Our platform now includes a full suite of business banking tools such as advanced dashboards, treasury features, and integrated payment solutions that help businesses manage their finances and scale efficiently. On the consumer side, we offer intuitive tools for wealth building and financial control, including flexible savings options, spend analytics, scheduled transfers, and interest-free Islamic savings. We're not just powering payments—we're helping people and businesses move forward with confidence.

With a team of over 250 passionate and driven individuals, we're not just building financial tools—we're pushing boundaries and reimagining what's possible for millions across Nigeria. Every line of code, every customer interaction, and every new idea contributes to our mission: to enable economic prosperity by helping individuals and businesses run efficiently and achieve their goals. As you join us on this journey, know that you're becoming part of something bigger—a team committed to shaping the future of finance and unlocking opportunity for all.

What You'll Do

• Operate as the lead point for any and all matters specific to customer account.
• Provide seamless/personalized customer experience to our customers.
• Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications and any other functions as may be assigned by the supervisor/team lead.
• Interface with internal stakeholders to ensure an effective resolution process for our customers/stakeholders.
• Maintain updated knowledge of the organization's products, services, and customer service policies.
• Communicate effectively with stakeholders to help resolve issues with Nomba support tools.
• Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Learn our product to configure the platform to meet the needs of new users.
• Provide platform training and onboarding for new and existing users.
• Develop and maintain an ideal user/customer profile and collect user feedback.
• Interface with other internal teams in order to help agents resolve their issues.
• Escalate issues that cannot be resolved on first call resolution (FCR) to the backend and follow up on a resolution.

Requirements

Who You Are

• Strong command of written and verbal English
• Minimum of a Bachelor's degree from a recognized institution.
• Friendly and welcoming manner with clients and other members of the customer service team.
• Action-oriented and should be able to follow up on feedback to ensure positive outcomes.
• Familiarity with customer relationship management (CRM) software programs.
• Ability to explain complex concepts in a clear, simple manner to customers.
• Excellent organizational and multitasking skills.
• Ability to maintain a calm and polite manner in stressful situations.
• Willingness to cooperate with customers and management to resolve any issues that may arise.
• Passion for delivering an amazing customer experience.
• Good time management skills and an ability to thrive in a fast-paced environment.

NB: Only candidates within Lagos Island (Lekki, Ikoyi and Ajah) and its environs should apply.